From Groundhog Day to Guardian Angel: Proactive Problem Management
Virtual - Login from anywhere
16th February 2026 (1 Day)
9:00 AM - 4:30 PM GMT
Talk to Us!
Use this form to get in touch. We are here to support service desk and IT Support teams to be even more brilliant! We look forward to hearing from you.
Overview
"Today we shift from firefighting to designing a safer, smoother digital world."
Most organisations are stuck reliving Groundhog Day – the same incidents, the same outages, the same pressure. This workshop is about breaking that cycle.
Proactive Problem Management: From Groundhog Day to Guardian Angel is a practical, thought-provoking day that helps teams move from reactive storm response to designing safer, more resilient digital services.
Using a powerful lighthouse metaphor, we explore how to:
- Identify the rocks beneath the waves that cause repeat incidents
- Shift from reactive to proactive Problem Management
- Read trends, weak signals, and early warning signs
- Use AI as radar and sonar – without losing human judgment
- Integrate Problem Management with cyber risk and resilience
- Help you build a clear actionable plan
This isn’t a process-heavy workshop. It’s about becoming the people who see hazards early, protect the organisation, and guide others safely through complexity.
Why do I need proactive problem management?
We’re operating in conditions today that no IT Service has ever faced. Digital dependence is absolute. Cyber storms are constant. Our systems are more complex and more fragile, yet customers expect friction-free reliability.
Proactive problem management enables organisations to avoid incidents from occurring in the first place, reduce IT support workload caused by repeated low priority incidents and giving them more time to work on meaningful service improvement.
Course Content
This workshop will shift your mindset, capability, and behaviour from reactive firefighting to proactive protection by adopting the role of Lighthouse Keepers. Over the course of the day you will be guided through:
1. Storm Response – Reactive Problem Management
Learn how to respond effectively when incidents strike, while capturing the insight needed to prevent recurrence
2. Mapping the Rocks – Root Cause Analysis That Matters
Move beyond surface fixes and explore how to uncover the real causes of recurring disruption
3. From Rescue to Prevention – The Cliff Analogy
Reframe Problem Management as a preventative discipline rather than a reactive afterthought
4. Weather Watching – Proactive Problem Management
Learn how to spot emerging risks before they become major incidents
5. Growing Capability – The Lighthouse Maturity Spiral
Understand how Problem Management capability develops over time
6. Radar & Sonar – Using AI to Enhance Problem Management
Explore how AI and analytics can support better visibility and decision-making
7. Coastal Defence – Problem Management & Cyber Resilience
See how Problem Management plays a critical role in managing cyber risk
8. Navigating the Dip – Managing Change in the Real World
Prepare for the human side of improvement
9. Strengthening the Beacon – Action Plan
Turn learning into action. Build a focused Problem Management plan
You’ll complete scenario-based exercises to practice the skills and processes you learn, and explore how you to use them to approach problems and risks in a different way – with the mentality of the vigilant and protective Lighthouse Keeper.
By the end of the day you will have an actionable plan to build a stronger ‘lighthouse’ for your organisation, including addressing how to build trust, define and measure success, indentify what support you’ll need and how to sustain momentum.
Who Should Attend
ITSM professionals looking to get started with problem management or those looking to improve their existing PM efforts should attend this course. Attendees are encouraged to bring their own real-world scenarios for discussion if they are comfortable with sharing them.
Outcomes
You will go away from this Workshop with a plan to become the Lighthouse your organisation needs, AND the building blocks to enable you to implement or improve these elements of Proactive Problem Management for ongoing success:
- Incident hygiene and better reactive performance
- Proactive Problem Management initiatives
- AI enhancements
- Cyber & security improvements
- Governance & measurement
By taking on the Lighthouse keeper persona and learning, through practical exercises, how to navigate all weathers, you will leave feeling capable of seeing further, preventing more, and guiding your organisation to safer waters.
Requirements
This is not a pre-recorded webinar and you will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course).
- Microphone/headset .
- High-speed internet connection .
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Want more options?
- This workshop can be tailored for in-house delivery for focused groups or project teams, at your premises or virtually.
- Find out more by visiting our bespoke training page or start a live chat to talk to an advisor
Virtual - Login from anywhere
16th February 2026 (1 Day)
9:00 AM - 4:30 PM GMT
£605 each (exc. VAT)
Virtual
ITIL® Foundation Training (Aligned to the New ITIL/ITIL 5)
ITIL 4 Leader: Digital and IT Strategy (eLearning)
ITIL 4 Specialist: Create, Deliver, Support (eLearning)
Trainers
Short Bio
Michael is a professional, highly driven, diligent and strategic IT leader and trusted advisor with 28 years’ IT and Service Management delivery and...
Read More
Added To Your Basket
Michael Kyffin, Head Of Consultancy Services, SDI
- Virtual - Login from anywhere
-
16th February 2026
(1Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)
What Would You Like To Do Next?
From Groundhog Day to Guardian Angel: Proactive Problem Management
- Virtual - Login from anywhere
-
16th February 2026 (1 Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)